Application Consultant at Schawk USA Inc. in Pittsburgh, Pennsylvania

Job Description:

SGK is a global packaging and brand experience company. From idea to implementation, we deliver packaging solutions and brand experiences that give brands the freedom to speak louder, scale faster and grow stronger. We simplify marketing and amplify brands to deliver value. SGK is a Matthews International company.

POSITION SUMMARY

The Application Consultant develops individual concepts that support the customer in managing processes from the idea of a product to the realization in the market. The Application Consultant works directly with the customer to implement software applications and assists the technical team during troubleshooting of these products.

Tasks

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  Requirements Analysis: Works closely with customers to understand and document their requirements. This often involves conducting interviews with various stakeholders to understand their needs as part of a scoping workshop.
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  System layout: based on the client requirements, you design the framework for the system solution to be configured.
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  Implementation: carries out the implementation of the software solution by ensuring that it is properly set up, tested and integrated into the customer's existing IT infrastructure. This may also include training for users to ensure they can use the new software effectively.
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  Problem resolution and support: During and after implementation, you will be available to assist the customer with technical issues and provide assistance in troubleshooting and optimizing system performance.
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  Documentation: You will create and maintain documentation, including user manuals, technical specifications and training materials, to ensure that the system can be used correctly.
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  Customer Relationship: You build and maintain close relationships with customers to earn their trust and ensure their needs are met. This may include attending regular meetings, client presentations and providing project progress reports.
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  Order processing / controlling includes offer calculation, creation and processing. If the customer approves the costs, you will also support the financial success of the implementation and escalate if the budget is exceeded.
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  Technology Trends and Continuing Education: To keep skills and knowledge current, continually follow the latest developments in the technology industry and participate in training and certifications as appropriate.
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  Onboarding and Introduction: You guide new customers through the onboarding process to ensure they understand and can effectively use the product or service. This can include training, guidance and setup support.
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  Relationship Building: You maintain close relationships with customers by communicating regularly, understanding their needs, and responding to their requests. This may include attending meetings, sending updates, and conducting customer surveys.
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  Customer Success Planning: You will work with customers to create individual success plans that define their goals and metrics for success. These plans help ensure that customers get the maximum benefit from the product or
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  Advice and best practices: Provide customers with advice and recommendations on best practices to ensure they can get the most out of the product and achieve their goals. This may include identifying optimization opportunities and providing training.
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  Escalation Management: If issues arise, act as a point of contact for customers and coordinate the escalation of issues within the company to ensure quick and effective solutions.

JOB RESPONSIBILITIES

• Responsible for entire customer relationship including expectations of software development, satisfaction, and implementation of the software.
• Assists with carrying out simple user training of the software.
• Accountable for timely de-escalation of conflicts that occur with the software.
• Completes agreements and commitments by facilitating communication between customer and IT from initial requirements to final implementation.
• Provides intensive solution-oriented information to the customer.
• Controls the entire sales process and supports contract negotiations.
• Pursues the ability to sell additional services that help customers optimize their processes.
• Analyzes the services covered for the purchase order and points out possible deviations at an early stage.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Bachelor's Degree in Information Technology or related field.
• 3+ years of previous Information Technology experience; or equivalent combination of education and experience.
• Knowledge of Graphic Arts is preferred.
• Occasional) travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Office 365., Outlook & Internet applications.
• Completed training as a media designer specializing in media consulting or comparable commercial or IT-related professional training.
• Process knowledge in the area of artwork and pre-press, ideally with experience in project management (in-house or field service)
• Good knowledge in artwork management systems.
• Experience in implementing projects in an international context.
• Experience in system validation for the pharma industry is a plus.
• Independent and structured way of working.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Spanish and/or French is a plus
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines and reporting.

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PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, extreme cold & heat, risk of electrical shock, and toxic or caustic chemicals.
• The noise level in the work environment is usually low/moderate.

At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.

Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.

Nearest Major Market: Pittsburgh